Director of Technical Customer Support EMEA & APAC
Our work implies that customers need our help mainly when something really bad happens: their business goes down, the main server crashes and they are not able to continue operations. Veeam solutions are designed to solve serious problems, and we have to be ready to handle such situations.
The first thing that really impressed me when I just started working for Veeam was how friendly the team is. The welcoming atmosphere of the company encourages employees to grow and reach their full potential. I have not seen such an attitude in other organizations.
I joined the Veeam team as a Tier-2 support engineer three and a half years ago. At that time, the company just started actively evolving and extending the customer database, and the number of calls to customer support doubled in only three months. For us, it was a good incentive to develop our skills and become high-level professionals.
The Veeam Technical Customer Support Department consists of four offices: St. Petersburg (Russia), Columbus (USA), Dublin (Ireland) and Sydney (Australia). All the offices work with customers 24/7. At this moment, our department is looking for new employees because we have to keep pace with the constantly growing customer database. When I joined the team, there were only five support engineers; today there are 35 of us.
Customers often do not have enough technical skills to explain their view. That is why I think that the number one quality in a good customer support engineer is attentiveness — the ability to really listen to people and understand terms that they use to describe their problems.
The second quality that is worth mentioning is patience. You are sure to come across customers who will be difficult to deal with, and you will not only have to provide competent solutions for their problems, but you also have to have enough self-control to handle any situation.
We often hire people who have no idea what virtualization is because it is still a relatively young sphere here in Russia. But we are always ready to help our colleagues to learn something new. So, don’t be afraid of dealing with the unknown, and you will be able to achieve anything you want.
Director, North American Customer Support, The USA
Ben joined Veeam in 2008 as a Support Manager and earned a promotion to Director, Customer Support, Americas after five years of hard work. He is now responsible for the North American Technical Support Team and manages a North American Support team of 65 employees.
I started in September 2008. My first day was actually at VMworld 2008! Talk about a whirlwind job from the get-go. I had worked with Doug Hazelman, VP Product Strategy & Chief Evangelist, on an Active Directory project at a very large company, and Aelita built many of the tools used by our engineering teams. He tracked me down for a possible opportunity at this exciting new startup called Veeam.
I took this opportunity because it gave me the chance to build my own support team from the ground up. When I started, it was just me and one other guy in EMEA holding down Veeam Support. After a lot of growth and success, I have managed to build the organization I wanted.
I cover all of the Americas. We have four languages to support, including Portuguese, French, Spanish and English. One of the reasons I feel my team has enjoyed so much success is the appreciation of localized support based in America, per the feedback we receive from Americans.
You have to be passionate and have a hunger for figuring things out. You also have to be compassionate and empathetic. Having some level of geekiness certainly helps as well.
I run the team that fixes things when our software breaks.
I love the fact I get to manage so many awesome people. I love seeing their growth and advancement. There is a family feeling to my team, and even the folks that have gone on to other opportunities frequently visit, and consider themselves “ex-Veeamers.” It makes me very proud to know that not only am I fulfilled with a challenging but rewarding position, but that I’m also helping lift up other talented engineers and technical managers in their own careers.I love that there is so much passion here at Veeam and that others have that same drive and energy that I feel.
Well I’ve been in my role for a little over 2 years now, and I’m still challenged daily. I relish the challenge and focus on improving something about our work every day.
My main aspiration is to be the best support in the world. Bar none.
Customer Support Team Leader, Australia
Veeam provides opportunities. It provides you with the tools to grow, which takes you many steps closer to your goals.
Terry started his career in Veeam as a Junior Support Specialist. He built career in the Support Department and grew up to the Team Leader of the APAC Customer Support Engineers.
I was a graduate looking for a job in IT. I had an interview with Mikhail Zolkin, and even though I had no previous experience, he gave me a chance to prove myself and hired me as a junior
My role has changed, even though I am still in Support. I was promoted from a junior to a Customer Support Engineer, and then to the Team Leader of the APAC Customer Support Engineers. Because I’m grateful for the chance to work at Veeam, I have never said no to anything that has been asked of me. This attitude and behavior is what we want our engineers to have. It’s not only for Veeam’s benefit, but it’s also a professional quality our engineers can use in the future to climb the ladder of success. I am again grateful for being promoted to this position. The challenges are fun for me to face with the mentors I have.
We provide global external support between the window of our U.S and European counterparts.
It’s a very fun place to work, and you need to be fast-paced because you have to keep up with the technology Veeam integrates with. I have a hybrid role of managing a team and supporting them with technical issues. Of course, you should be great attitude and want to be here.
I love my role. It is not difficult to be motivated. And I love everything about my job. I experience and learn new things every day. The people I work with are friendly and sharp.
I would love to continue growing within Veeam. Experience and knowledge have to come first so that I’m ready for a higher role when the opportunity presents itself.